Swedish-Speaking Team Leader: Quality & CX Improvement

JobSquad ApS; Helsingborgs kommun; On-site; SEK 520,000 - 700,000; Full time

Benefits offered by this job

Health insurance

Stockholm offices

Job summary

JobSquad ApS is seeking a team leader to support and develop a team focused on delivering excellent customer experiences. You will drive adherence, continuous improvement, collaboration, and governance across daily operations.

Responsibilities include monitoring KPI adherence, trend analysis, quality audits, and presenting initiatives during business reviews, with escalation follow-up as needed. EU passport required.

Qualifications

• 2-4 years experience as team leader and/or quality analyst.
• Knowledge of Lean, Six Sigma, PDCA, other quality improvement methodology and project exposure are an advantage.
• Strong analytical and interpretation skills with a 'continuous improvement' and agile mindset.
• You have a good understanding and level of computer handling skills.
• Strong communication skills, and you are flexible, take ownership, and you work well under pressure with deadlines.
• You speak and write Swedish at a B2 or C1 level and you can communicate in English (B1).
• You need to have an EU passport to apply for this position.

Responsibilities

• Ensure that agents are adhering to the processes of handling customers and therefore meet and exceed requirements (KPI's).
• Make observations, identify, and analyse trends and patterns.
• Analyse operation’s quality performance and participate in audits and reviews.
• Present initiatives and achievements on business reviews.
• Follow up on escalations for improvement.

Skills

Team leadership

Quality analysis

Lean

Six Sigma

PDCA

Analytical thinking

Communication

Agile mindset

Job description

JobSquad ApS is seeking a team leader to support and develop a team focused on delivering excellent customer experiences. You will drive adherence, continuous improvement, collaboration, and governance across daily operations.

Responsibilities include monitoring KPI adherence, trend analysis, quality audits, and presenting initiatives during business reviews, with escalation follow-up as needed. EU passport required.